Resolve Issue Stage

Description

The purpose of the value stream stage “Resolve Issue” is to execute the (prepared) course of action to retain, restore, and confirm normal service operations.

Table 5-28. Resolve Issue Value Stream Stage

Entrance Criteria:

  • Validated course of action as a (first) measure for issue prevention or issue resolution is defined and assigned

Exit Criteria:

  • Resolved issue for the Actual Product Instance or system

  • Resolution acceptance is asked to the consumer

  • The consumer provides feedback based on the resolution by the team or team member

  • Updated Knowledge Item usability rating

Value Item:

  • Service level for the Actual Product Instance or system is maintained or restored

  • Consumers have not been impacted or can continue to use the Actual Product Instance or system

Activities:

  • Shall ensure everything is in place to resolve Incidents and/or related Events

  • You should collaborate on the execution of the course of action (e.g., a Pipeline or Runbook) and implementation of changes for the Actual Product Instance or system where applicable

  • Should validate success by performing post-execution checks and obtaining consumer acceptance

  • Shall close related Incidents, Interactions, and/or Events

Examples of Participating Stakeholders:

  • Chief Security Officer

  • Consumer

  • Data Protection Officer

  • Development Team

  • Security Analyst

  • Service Desk Agent

  • Vendor Manager

Participating Data Objects (Component):